Responsive and Responsible: Customizing Management Responses to Online Traveler Reviews
Abstract
The helpfulness of online reviews greatly facilitates travelers’ information searches, and helpful reviews can popularize travel service providers within a virtual environment. This study examines how the helpfulness of travel reviews is influenced by customized management responses from a linguistic perspective. Based on TripAdvisor data for 946 hotels in the state of Texas, we apply an econometric model to understand which management response...
Paper Details
Title
Responsive and Responsible: Customizing Management Responses to Online Traveler Reviews
Published Date
Dec 3, 2020
Journal
Volume
61
Issue
1
Pages
120 - 135
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